Internal Mortgage Loan Officer

Job Description

Job Summary:

The Loan Officer is responsible for managing inbound and outbound calls with borrowers across multiple states, focusing on retaining existing loans through streamlined refinances, new loan products, and personalized solutions. This role involves conducting video or phone call appointments, providing exceptional customer service, and ensuring compliance with all regulatory requirements. The ideal candidate will excel in a fast-paced call center environment, leveraging their expertise to retain and enhance borrower relationships while driving loan performance and meeting company standards.

This position will be in-office based out of Ocala, FL.

Core Competencies:

• Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork.
• Meets confidentiality requirements related to company, customer and financial information.
• Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content.
• Meets high-productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines.
• Takes ownership of work and completes tasks projects accurately. Reviews and proofreads work thoroughly.
• Works well in a fast-paced team environment and communicates regularly with other team members to ensure deadlines are met.
• Remains up to date on best practices relevant to the position and uses work hours productively.

Essential Duties:

Engage and Retain Current Borrowers:

• Proactively contact existing borrowers through targeted call campaigns (both inbound and outbound) to discuss streamlined refinancing options, new loan products, and other retention strategies.
• Conduct video appointments with borrowers to provide personalized consultations, answer questions, and explore opportunities for new loan offerings.

Loan Origination and Retention:

• Originate mortgage loans with a focus on retaining existing customers by offering competitive refinancing options and new products that meet their evolving financial needs.
• Educate borrowers on the benefits of different loan products, including streamlined refinances and other retention-focused options, ensuring a seamless and informed decision-making process.

· Customer Relationship Management:

• Maintain and update the system of record, tracking borrower interactions, loan status, and retention efforts to ensure a high level of customer engagement and satisfaction.
• Build strong relationships with borrowers, providing transparent communication and consistent follow-up throughout the loan process.

· High-Performance Loan Processing:

• Review and process loan applications efficiently, ensuring accuracy and completeness while adhering to company standards and guidelines.
• Analyze borrowers' financial status, credit history, and property evaluations to assess eligibility for loan products, focusing on retention and long-term customer satisfaction.

· Leadership and Collaboration:

• Work closely with internal teams, including processing and underwriting, to ensure timely and accurate handling of loan files, fostering a collaborative environment focused on high performance
• Lead by example in delivering exceptional customer service, embodying the company’s commitment to creating Raving Fans through transparency and dedication.

Transparent Communication:

• Clearly explain loan terms, credit options, and the loan process to borrowers, ensuring they have a thorough understanding of their options and the benefits of remaining with the company.
• Keep borrowers informed of their loan status, approval, or denial, and provide guidance on next steps in a transparent and supportive manner.

Commitment to Excellence:

• Continuously seek opportunities to improve customer retention rates by staying informed about industry trends, competitor offerings, and new product developments.
• Demonstrate a commitment to personal and professional growth, striving for excellence in all interactions with borrowers and team members.

Adherence to Regulatory Standards:

• Ensure all loan origination and retention activities are conducted in strict compliance with federal, state, and local regulations, as well as company policies and procedures.
• Maintain up-to-date knowledge of industry regulations, including the Truth in Lending Act (TILA), Real Estate Settlement Procedures Act (RESPA), SAFE Act and other relevant laws governing mortgage lending

Education and Experience

• Minimum 2 year experience as Mortgage Loan Originator required.
• Call Center experience preferred.
• Valid NMLS license in each assigned state.
• High School Diploma or equivalent.

Computer and Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Physical Abilities:

• Vision (with or without correction) sufficient to read a computer screen at 20 inches and to operate office equipment or a car
• Clear speaking on the telephone and in person; hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work station and in meetings
• Able to finger and feel in order to use equipment, computers and operate equipment
• Able to lift 10 pounds occasionally unassisted.

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Qualifications